Call Center Manager- San Antonio, Texas: Transcom North America
Call Center Manager- San Antonio, Texas Call Center Manager- San Antonio, Texas Position Summary Due to continued growth, Transcom is looking for 1 more experienced Call Center Manager to help oversee our site in San Antonio , Texas .
We are growing the site to over 1200 people and require a high-energy, results focused call centre professional who is looking for a challenge within a fast-paced environment.
At Transcom, success is achieved through a highly collaborative, process driven, team focused approach to doing business! Reporting to the Director of Operations and in collaboration with the other Managers, you will have full accountability and responsibility for your section of the sites production capability and operations management.
You effectively manage the overall business and processes to ensure quality results for clients, while maintaining costs and employee morale.
As the Call Center Manager, you lead information sessions, coach, as well as nurture and seek out future talent.
You also have the drive and financial awareness to ensure the continuance of business and profitability.
Responsibilities With 4 Call Centre Managers, the entire site will consist of approximately 60+ Team Leaders and 1200+ agents.
You proactively and effectively manage your direct reports.
Daily communication with the client to report on operational successes and challenges Assist with forecasts, budgets and delivery of contractual obligations to our clients Strong analytical and problem solving skills with the ability to work within tight deadlines Create an environment consistent with company values and high employee morale.
Act as an advocate on behalf of your Team Leaders to ensure we are meeting their expectations and those of the client Proactively provide updates to the internal stakeholders on successes and challenges in reducing costs/increasing hours.
Understand client objectives and be able to communicate these objectives to your team Review statistical information on a daily basis to identify and address any issues.
Qualifications and Experience A strong understanding of Call Center Operations and/or Call Center Solutions A minimum of 3 years of progressive responsibility in a call center environment with preference to candidates with 3rd party experience A strong track record of effective team and customer relationship management Must possess a hands-on approach to management Excellent interpersonal and communication skills to encourage teamwork, professionalism, and respect Flexibility, versatility and enjoys a changing work environment Ability to develop and implement changes to improve efficiency and overall performance Shift flexibility Interested applicants please forward your resume, with the position "BMTXQ210" in the subject line to: work [at] transcom [dot] comcl
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